I sent in my binos, with both eye cups broken. They came back completely repaired with new eye cups, and cleaned, about 3 weeks later, no questions asked. Good customer serivce for me.
I also sent back some Monarch binos as one eye piece was broken. I was a bit skeptical how it would turn out based on what I've read from various sites. Came back with both eye adjustments better than when they were new. Don't recall how long it took as I sent them in last winter, but it seemed reasonable. No charge other than my shipping. So I had excellent service and results. A friend told me that having them serviced is the 1st time they are adjusted by a human which is why they usually come back better than new.
I've had good experiences as well- both times with different Monarch 10x42s. They repaired one pair and replaced and older pair with a brand new one for me because of a cracked objective.